Service and Solutions Representative

Job Description

REQUIREMENTS

• B.A. or B.S. or related experience preferred
• 1+ years’ experience in customer service
• Technical support, troubleshooting, and expertise with both physical and digital products preferred
• Demonstrated experience building relationships with customers and managing projects
• Ability to operate in a highly efficient manner by multitasking in a fast paced, goal-oriented environment
• Exceptional planning, organizational, analytical, prioritization, and detail-oriented skills when working across multiple systems
• Strong passion for exceeding customer expectations
• Proven track record of meeting and exceeding customer satisfaction metrics
• Excellent interpersonal, written, and oral communication skills
• Functional knowledge of MS Office and proficient in the use of technology including working with a CRM and ERP
• Experience supporting K-12 customers preferred

RESPONSIBILITIES

• Deliver excellent customer service by responding to customer inquiries via phone, email or chat and provide advanced technical troubleshooting for digital products across multiple systems.
• Meet established SLAs for customer support engagement while delivering timely, accurate, and customer-focused resolutions.
• Support customer relationships during service interactions by asking targeted questions to understand customer needs and guide them towards our client’s appropriate solutions.
• Maintain consultative level knowledge of our client’s products and solutions to assess the developmental needs of educational programs in order to make appropriate product recommendations.
• Collaborate cross-functionally with Sales, Product Operations, and Digital Implementation teams to ensure seamless customer handoffs.
• Process and provide efficient and accurate entry of customer orders into our client’s order fulfillment database, minimizing errors and maintaining a high level of productivity.
• Maintain clear and accurate case documentation to ensure visibility, continuity, and effective cross-team collaboration.
• Demonstrate an ongoing mastery of our client’s products and services.
• Understand the K-12 educational competitive landscape.

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